Cozey - Disappointing experience
I wanted to share my experience with Cozey because I know they're a pretty popular Canadian furniture company and I've seen them recommended quite a bit.
This whole thing actually started on Canada Day, July 1st, when I went to their downtown Toronto location. I tried out a few of their couches and really liked the Gaia XL. I was excited about it and honestly felt pretty good about buying from a Canadian company.
I ended up ordering the Gaia XL on July 21st and was originally told it would take around 2–6 business days to fulfill. I was also having a housewarming around that time, so I was expecting to have the couch by then.
That's where everything started going downhill.
The estimated date kept changing and at one point I was suddenly being told my order could be fulfilled anywhere between August 14th and September 1st. Obviously, that was completely different from the 2–6 business days I was originally expecting.
I reached out to Cozey and went back and forth with their customer service team quite a few times. To their credit, the people I spoke with were generally nice and apologetic. One person told me they were reaching out to their logistics team to see if they could get the order moving faster.
Eventually I got another update saying the estimated shipment date was August 13th because they were waiting for inventory. After more and more emails and back and forth, they told me the order was officially going to ship and had been assigned to Canpar. They even told me the date "should not change" this time.
After everything that had happened, I asked if they could at least upgrade me to White Glove delivery. I didn't think that was an unreasonable ask considering how far off the original timeline we were at that point. They said they couldn't because my couch was being shipped from Quebec and apparently White Glove is only available when the fulfillment centre is in the same province as the delivery address. At that point I didn't even want to argue anymore. I just wanted my couch.
It finally arrived and I thought I could put this whole experience behind me. I started setting up the Gaia XL and realized...I'm missing an armrest. :\
Then I looked into it further and realized that one of the pieces they sent me is actually for a Ciello XL. A completely different couch. I genuinely couldn't believe it.
After all those weeks of delays, changing dates, emails back and forth, waiting for inventory and finally getting everything delivered, I STILL can't finish assembling the couch because I'm missing a Gaia XL armrest and somehow have a Ciello XL piece instead.
That's really what made me want to write this post.
I can understand a shipping delay. I can understand inventory being late. Things happen. But when there are this many issues with one order, it becomes really hard to brush it off.
And I'm not trying to trash the customer service employees either. Most of the people I've dealt with have actually been polite and seemed like they were trying to help. The fulfillment/logistics side of this has just been a mess.
It's especially disappointing because I really wanted to like Cozey. I went to their store, tried the couch in person and was genuinely excited about getting the Gaia XL.
I haven't left them a negative review yet because I want to see how they handle this last issue. I've contacted them about getting the missing Gaia XL armrest, so hopefully they can at least get that to me quickly.
But I figured I'd share my experience here in the meantime because if you're considering ordering from them, it's probably worth knowing what I've dealt with.
Has anyone else here ordered from Cozey recently? I'm genuinely curious if I just got extremely unlucky or if other people have had similar fulfillment issues.
I'll update this post once I see how they handle the missing armrest.